Terms & Conditions

Orders

All orders are subject to product availability.
If items are not in stock and a lead time is offered we will require a back order and full payment prior to delivery will be required.
You are responsible for checking that all the details of your order are correct and suitable for your requirements including measurements, dimensions, product features, access and delivery. If we attempt to make a delivery and cannot access the room of choice due to size restrictions then a delivery charge will be applicable to you and not refundable.
All of our furniture is handmade according to the dimensions offered on the website, however, as all items are handmade please allow a +/- 5mm variance in the sizes stated.
We reserve the right to refuse to serve an individual or company.
The price of any product may change from time to time, but changes will not affect any order we have accepted.
Please note that all purchases made with a discount exceeding 20% are considered final sale and are not eligible for returns or exchanges.
Please note, that we do not accept cheques – sorry!

Please check the order details before placing an order as any changes in order after the item has been entered into production can increase the lead time.

How to place an order online

Choose the product model
Choose the size option, wood finish, metal finish, and bench option.
Once you have completed the payment of your order, you will be sent an order confirmation email with the order details and the expected delivery date of your order. Please note the delivery and dispatch dates might be pushed for one week, you'll be notified about changes before the estimated dispatch date.
If, at any time, you would like to find out the latest update and the progress of your order you can follow the link which will be sent to you within the first 7 days from the date of your order.

How to place an order through the email

Please email us all the details: Item model, wood finish, metal finish, dimensions and all other details.
A payment link for your order will be emailed to you.
When the payment is received the order confirmation will be emailed to you. Please note the delivery and dispatch dates might be pushed for one week, you'll be notified about changes before the estimated dispatch date.
Please provide us with your shipping address and mobile phone number for the delivery company, otherwise, our partner delivery company won’t be able to deliver to you.
If, at any time, you would like to find out the latest update and the progress of your order you can follow the link which will be sent to you within the first 7 days from the date of your order.

We appreciate your trust in us for providing seating recommendations for your chosen table. We strive to offer our best advice based on standard chair sizes and the typical space needed for comfortable seating. However, as chair designs and dimensions can greatly vary, we encourage you to verify the measurements of your specific chairs to ensure they will fit comfortably with the table. We want your dining experience to be as enjoyable as possible, so taking the time to measure can be a significant step in achieving that goal. Please note that while we provide guidance to the best of our ability, we cannot accept responsibility for any discrepancies between our suggested seating capacity and the actual fitting of your chairs.

Placing the order through the phone

Please note we don’t accept orders through the phone.

All pictures are shown for illustration purposes only

Terms & Conditions for PROMOTION and SPECIAL OFFERS

As an online business, our prices change in response to products in stock, material costs and promotions. In this case, we will not refund the difference.

From time to time, we may give you Promo Codes that you can use to reduce the price of specified products. Remember, it’s up to you to enter the code at checkout!
Each Promo Code has its own terms, which will be made clear at the time it’s issued to you (e.g. what products, single/multiple use, when it can be used etc).
If you’re given a unique Promo Code that is meant just for you please keep it secret and don’t let anyone else use it or abuse it (e.g. don’t post it on social media). If we think there is or has been a misuse of a Promo Code in any way (e.g. selling it or sharing it with others), we can cancel your Promo Code.

Vulnerable Customer Policy

The purpose of this policy is to ensure that the operations of CW Essentials Ltd do not have any negative impact on vulnerable customers.

For the purposes of this policy, vulnerable customers are customers and prospective customers whose ability or circumstances require us to take extra precautions in the way that we sell and provide our services to ensure that they are not disadvantaged in any way.

What is a vulnerable customer?

The Financial Conduct Authority (FCA) defines a vulnerable customer as “someone who, due to their personal circumstances, is especially susceptible to detriment, particularly when a firm is not acting with appropriate levels of care.”

The FCA expects firms like ourselves to treat customers fairly when we are dealing with people with vulnerable circumstances.

Identifying a vulnerable customer

Our staff are trained to identify vulnerable customers so we can take extra steps to assist outside of our standard procedures. However, it is not always possible to recognise these characteristics. Therefore, if you believe you may fit the criteria for a vulnerable customer, please read this policy and notify us immediately of your particular needs.

Vulnerability groups

We recognise that certain groups of customers may be vulnerable. Whilst not all customers in these groups may be vulnerable, we will consider a customer’s individual circumstances where a potential vulnerability is identified. These groups may include, but are not restricted to:

Customers with communication difficulties (including learning difficulties and English not being their first language, dyslexia)
A customer with a reduction in physical or mental capacity
Customers with health issues - illness, whether physical or mental illness, severe or long-term
A sudden diagnosis of serious illness to the customer or close family member
Personal circumstances of the customer – factors such as financial difficulties, bereavement, caring responsibilities or redundancy
The customers age particularly older and younger people. For example, a younger person may be considered inexperienced and the older person may be less technologically able

Our key principles when engaging with a vulnerable customer

As soon we think we may be engaging with a vulnerable customer, whether this is through our identification or you are approaching us, we will:

Immediately make a record of this and ensure we adhere to this policy
Provide additional opportunities for you to ask questions about the information we have provided
Continuously seek confirmation that you have understood the information that has been provided
Ask if there is anybody with you who is able to assist. If not, and we believe this will be beneficial, we will make arrangements to continue with the subject matter at another time
Offer you the opportunity to complete the transaction after a period of further consideration

If we can’t help a customer, we will try and make sure that they understand what alternative options are available to them.